Senior UX Researcher, AI Control Tower — Remote & Flexible

Servicenow; Santa Clara (CA); On-site; USD 191,000 - 334,000; Full time

Benefits offered by this job

Health plans with HSA/FSA

401(k) Plan with company match

ESPP

Matching donations

Flexible time away plan

Family leave programs

Job summary

ServiceNow seeks a Sr. Staff UX Researcher to lead research across the AI Control Tower, shaping discovery to customer adoption. You will identify complex customer problems, apply the right methods, and partner with Product Managers and Designers to influence strategy.

You will validate designs through participatory testing, mentor teammates, and educate partners with artifacts such as user journeys and jobs-to-be-done. Flexible or remote work options apply.

Qualifications

• Experience in leveraging AI in work processes or decision-making.
• Experience applying customer-centered research to product definition and designs.
• Experience planning and executing research studies with clear objectives and timelines.
• A portfolio showing research goals, methodologies, involvement, and insights.

Responsibilities

• Represent and identify highly complex customer problems across the product and lead the design lifecycle from discovery through design validation and customer adoption.
• Apply and adapt appropriate research techniques for project needs.
• Engage with customers to understand needs, define user types and use cases.
• Partner with Product Managers and Designers to provide strategic recommendations.
• Validate feature direction through participatory design and usability testing.
• Provide direction and leadership for large collaborative efforts.
• Educate partners on findings with artifacts like user journeys, personas, jobs to be done.

Skills

AI in work processes

Customer-centered research

Research study design

Portfolio of work

Job description

ServiceNow seeks a Sr. Staff UX Researcher to lead research across the AI Control Tower, shaping discovery to customer adoption. You will identify complex customer problems, apply the right methods, and partner with Product Managers and Designers to influence strategy.

You will validate designs through participatory testing, mentor teammates, and educate partners with artifacts such as user journeys and jobs-to-be-done. Flexible or remote work options apply.